Becoming a good service advisor requires intensive on the job training, commitment, dedication, and at times years of experience for you to familiar the ins and outs of the job. You cannot be one of the best overnight and then the next day expect that clients will come flocking your company’s doorstep asking for your exclusive service. While you cannot be a good service advisor overnight, there are ways that you can apply to yourself while performing the job. These are proven tips that will help you perform your job well.
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The first thing to keep in mind as a service advisor is that you always need to create a great first impression with the customers.
The first forty seconds of your contact with the client is very critical while if it is a woman, you only got thirty seconds to impress them. So how do you make a great first impression? There are several ways to do it.
Basically, you can start immediately by simply establishing rapport with your client. You can do this by complimenting their car, the clothes they are wearing, or simply their nice smile. However you do it, just remember that you need to say something about your client that’s sincere always try to look for something instantly.
Secondly, it is important that all service advisors start their day with a plan.
- It is imperative that you have a precise and clear goal for each day to become more productive.
You can always try to set sales goals or a specific item like alignments. Also, it is important that you always wear a smile whenever you are at work. This is the best way in establishing a rapport with your client, because you look friendlier to your clients and it helps them to become more relax and open with you.
- It is also advised that service advisors take the customer’s side.
You can do this by expressing concern with their problem and letting them feel that you are truly concern with them. In doing this, it is important that you sound sincere and genuine.
- It is essential that you dress neatly.
You need to keep it in mind that you represent the whole service department. Thus, it is important that you look neat and clean to the customer for them to get an impression that the department is efficient. This will get them more confidence with them to bring their car. In addition, it is also important that you put value with your service. You can do this by assuring them that the department has the newest tools for diagnosis or simply tell them that your team is certified to perform the service or possess the skills that need to get the job done.
- There are also times that asking an open-ended question will be required.
So instead of asking a question with a yes and no answer, it is better if you can keep your customers talking. This is because when they say something regarding their problems or desired service, you will have an idea as what the problem really is. In relation to this, it is also encouraged that you become a good listener. You will gain their confidence better when you listen to them while you also get clues on what other things need to be addressed aside from the problems they have told you.
Finally, a constant follow-up is also a practice of a good service advisor.
In cases that you have suggested to one customer that particular work will be finished in a certain time, then follow-up. In cases of delay, it is important that you tell the customer immediately. They can be forgiving of these situations only if they are properly notified. So simply keep all of this in mind and you know that you are a good service advisor.
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